Remote access suddenly stopped working

Plex Media Server Remote Access
1

Server Version#: 1.32.8.7639-7000

I’ve been running a Plex server for myself locally on a Synology NAS and have streamed content remotely when traveling. For the past 9 or so months everything has been working great.

But as of a few days ago, nothing outside my LAN can achieve direct play.

Here are some of the trouble-shooting steps I have taken.

*Tested my port 32400 on CanYouSeeMe.org it’s successful
*Updated the Plex server to the most recent version
*Checked Synology’s firewall rules to ensure port 32400 was allowed through
*Checked my router’s reported WAN IP and the IP seen by CanYouSeeMe and they appear to be the same (this was a test for a double NAT problem)
*Retsarted the Plex Server App
*Restarted Synology NAS
*Ensured my NAS has a static IP reservation with the router
*Ensured my ISP provided modem is set to “Bridge mode” to not interfear

I still cannot access any media for direct play remotely, but it works locally.

The only thing I can think that changed right when this problem occurred is my parents added a Plex app to their Fire Stick and I gave them access to my server’s library. But they played a film totally fine one night, and the next night all remote access stopped working for everyone.

Thanks in advance for your help.

2

I am also getting a warning when attempting to remote login via a browser that says:

“This application is not hosted by Plex. Continue only if you recognize this server and wish to grant access”

3

This is Plex’s standard anti-phishing identification message.

You’ll get it the first time (until token saved).

It’s purpose is to let you know that you’re not using one of Plex’s streaming sites
(Plex’s movies or tv).

It was added so you know that you’re on a Non-Plex server.

Since it’s your or a friend’s server, it’s obviously not Plex’s :slight_smile:

It might seem out of place & awkward but is simply information-only.

4

Thanks ChuckPa, that’s good to know.
But sadly the core issue still remains. I can’t achieve direct play remotely when it has historically been possible for many months now.

5

I will need your server DEBUG logs please.

There are many reasons to not DirectPlay.

Most of the reasons are because of the player – not the server.

The Server debug logs, which capture the start of a playback, will tell me exactly why it’s transcoding.

  1. Start playback (20 seconds will do)
  2. Stop playback
  3. Settings - Troubleshooting - Download Logsd
  4. Attach the ZIP file it gives you
6

For reference, in the past I have disabled transcoding, but I enabled it for this test to hopefully give you the information you are looking for.

7

Thanks for the logs.

Look here please:

Jan 01, 2024 21:01:24.995 [548305572064] DEBUG - [Req#430/Transcode] MDE: Selected protocol dash; container: mp4
Jan 01, 2024 21:01:24.995 [548305572064] DEBUG - [Req#430/Transcode] MDE: analyzing media item 1424
Jan 01, 2024 21:01:24.995 [548305572064] DEBUG - [Req#430/Transcode] MDE: White Christmas (1954): Direct Play is disabled
Jan 01, 2024 21:01:24.995 [548305572064] DEBUG - [Req#430/Transcode] MDE: White Christmas (1954): media must be transcoded in order to use the dash protocol
Jan 01, 2024 21:01:24.995 [548305572064] DEBUG - [Req#430/Transcode] MDE: White Christmas (1954): no direct play video profile exists for http/mkv/h264
Jan 01, 2024 21:01:24.996 [548305572064] DEBUG - [Req#430/Transcode] MDE: White Christmas (1954): no direct play video profile exists for http/mkv/h264/dca
Jan 01, 2024 21:01:24.996 [548305572064] DEBUG - [Req#430/Transcode] White Christmas - audio.channels limitation applies: 6 > 2
Jan 01, 2024 21:01:24.996 [548305572064] DEBUG - [Req#430/Transcode] White Christmas - audio.channels limitation applies: 6 > 2
Jan 01, 2024 21:01:24.996 [548305572064] DEBUG - [Req#430/Transcode] MDE: Cannot direct stream audio stream due to profile or setting limitations
Jan 01, 2024 21:01:24.997 [548305572064] DEBUG - [Req#430/Transcode] MDE: White Christmas (1954): selected media 0 / 1424
Jan 01, 2024 21:01:24.997 [548305572064] DEBUG - [Req#430/Transcode] Streaming Resource: Adding session 0x7fab315308:97dwwdb900648fh8wuydnnd7 which is using 14868kbps of WAN bandwidth.  Used is now 14868kbps
Jan 01, 2024 21:01:24.998 [548305572064] DEBUG - [Req#430/Transcode] Streaming Resource: Added session 0x7fab315308:97dwwdb900648fh8wuydnnd7
Jan 01, 2024 21:01:24.999 [548305572064] DEBUG - [Req#430/Transcode] Streaming Resource: Reached Decision id=668 codes=(General=1001,Direct play not available; Conversion OK. Direct Play=3000,App cannot direct play this item. Direct play is disabled. Transcode=1001,Direct play not available; Conversion OK.) media=(id=1424 part=(id=1428 decision=transcode container=mp4 protocol=dash streams=(Video=(id=3460 decision=copy width=1920 height=1080) Audio=(id=3461 decision=transcode bitrate=256 encoder=aac channels=2 rate=48000))))

Look at the “MDE:” (Media Decision Engine)

  1. 6 channel audio (5.1) → Playing to a 2 channel (stereo-only) player
  2. Because of this, it has to convert the audio and then remux it to the “DASH” protocol.

You’re playing to a FireFox browser? (which is stereo only)

If you look here, you can see the transcoder converting 5.1 → stereo

Jan 01, 2024 21:01:26.044 [548309934304] DEBUG - [Req#449/Transcode] [Universal] Using local file path instead of URL: /volume1/PlexMediaServer/Movies/White Christmas (1954) - 1080p.mkv
Jan 01, 2024 21:01:26.045 [548309934304] DEBUG - [Req#449/Transcode/JobRunner] Job running: FFMPEG_EXTERNAL_LIBS='/var/packages/PlexMediaServer/shares/PlexMediaServer/AppData/Plex\ Media\ Server/Codecs/90a317c-4653-linux-aarch64/' X_PLEX_TOKEN=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx "/volume1/@appstore/PlexMediaServer/Plex Transcoder" -codec:0 h264 -codec:1 dca -noaccurate_seek -analyzeduration 20000000 -probesize 20000000 -i "/volume1/PlexMediaServer/Movies/White Christmas (1954) - 1080p.mkv" -map 0:0 -codec:0 copy -filter_complex "[0:1] aresample=async=1:ochl='stereo':rematrix_maxval=0.000000dB:osr=48000[0]" -map "[0]" -metadata:s:1 language=eng -codec:1 aac -b:1 256k -f dash -seg_duration 5 -dash_segment_type mp4 -init_seg_name 'init-stream$RepresentationID$.m4s' -media_seg_name 'chunk-stream$RepresentationID$-$Number%05d$.m4s' -window_size 5 -delete_removed false -skip_to_segment 1 -time_delta 0.0625 -manifest_name "http://127.0.0.1:32400/video/:/transcode/session/4jklm3483k678qyy7oab8ln5/a546be0c-d6bf-434b-b7d9-e701a8013ddc/manifest?X-Plex-Http-Pipeline=infinite" -avoid_negative_ts disabled -map_metadata -1 -map_chapters -1 dash -start_at_zero -copyts -vsync cfr -y -nostats -loglevel quiet -loglevel_plex error -progressurl http://127.0.0.1:32400/video/:/transcode/session/4jklm3483k678qyy7oab8ln5/a546be0c-d6bf-434b-b7d9-e701a8013ddc/progress
  1. Video is copied – no conversion
  2. Audio is converted.

You have an ARMv8 machine. Converting audio isn’t a big deal.

8

For that test I was attempting to play via the Desktop App on my Mac, but I do have a firefox browser installed

I’ve also been using my Android phone on mobile data service to test the remote play capability. Any media I attempt to play when on the mobile data network says “Error: Unable to play media”, but when I connect to my LAN it plays just fine.

Is it possible to export similar logs from my mobile device to see why it won’t play any media when outside of my LAN?

9

Looking at the mac player.

The player quality is set EXTREMELY low.

Jan 01, 2024 21:43:09.296 [548286464224] DEBUG - [Req#f84/Transcode] MDE: Selected protocol hls; container: mkv
Jan 01, 2024 21:43:09.296 [548286464224] DEBUG - [Req#f84/Transcode] MDE: analyzing media item 1424
Jan 01, 2024 21:43:09.296 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): Direct Play is disabled
Jan 01, 2024 21:43:09.296 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): media must be transcoded in order to use the hls protocol
Jan 01, 2024 21:43:09.296 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): no direct play video profile exists for http/mkv/h264
Jan 01, 2024 21:43:09.296 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): no direct play video profile exists for http/mkv/h264/dca
Jan 01, 2024 21:43:09.296 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): selected media 0 / 1424
Jan 01, 2024 21:43:09.296 [548286464224] DEBUG - [Req#f84/Transcode] Streaming Resource: Calculated bandwidth of 16184kbps exceeds bandwidth limit. Changing decision parameters provided by client to fit bandwidth limit of 720kbps
Jan 01, 2024 21:43:09.297 [548286464224] DEBUG - [Req#f84/Transcode] Streaming Resource: Determining preferred transcode encoders through transcode only decision.
Jan 01, 2024 21:43:09.299 [548286464224] DEBUG - [Req#f84/Transcode] Streaming Resource: Reducing playback quality for 685kbps stream bitrate: video resolution to 480x270, audio channels to 2, quality to 18, disable video DS as 54679kbps is > the 553kbps available, disable audio DS as 1509kbps is > the 125kbps available
Jan 01, 2024 21:43:09.300 [548286464224] DEBUG - [Req#f84/Transcode] Clipped max bitrate to 553Kbps based on client-requested limit
Jan 01, 2024 21:43:09.301 [548286464224] DEBUG - [Req#f84/Transcode] MDE: Selected protocol hls; container: mkv
Jan 01, 2024 21:43:09.301 [548286464224] DEBUG - [Req#f84/Transcode] MDE: analyzing media item 1424
Jan 01, 2024 21:43:09.301 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): Direct Play is disabled
Jan 01, 2024 21:43:09.301 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): media must be transcoded in order to use the hls protocol
Jan 01, 2024 21:43:09.301 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): no direct play video profile exists for http/mkv/h264
Jan 01, 2024 21:43:09.301 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): no direct play video profile exists for http/mkv/h264/dca
Jan 01, 2024 21:43:09.301 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): Direct Streaming is disabled, so video stream will be transcoded
Jan 01, 2024 21:43:09.301 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): no remuxable profile found, so video stream will be transcoded
Jan 01, 2024 21:43:09.301 [548286464224] DEBUG - [Req#f84/Transcode] MDE: Cannot direct stream video stream due to profile or setting limitations
Jan 01, 2024 21:43:09.301 [548286464224] DEBUG - [Req#f84/Transcode] Clipped max bitrate to 553Kbps based on client-requested limit
Jan 01, 2024 21:43:09.301 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): Audio Direct Streaming is disabled, so video's audio stream will be transcoded
Jan 01, 2024 21:43:09.302 [548286464224] DEBUG - [Req#f84/Transcode] MDE: Cannot direct stream audio stream due to profile or setting limitations
Jan 01, 2024 21:43:09.302 [548286464224] DEBUG - [Req#f84/Transcode] MDE: White Christmas (1954): selected media 0 / 1424
Jan 01, 2024 21:43:09.303 [548286464224] DEBUG - [Req#f84/Transcode] Streaming Resource: Reached Decision id=668 codes=(General=2000,Neither direct play nor conversion is available. Direct Play=3000,App cannot direct play this item. Direct play is disabled. Transcode=4002,Not enough CPU for conversion of this item.)

The video bandwidth needed is 16+ Mbps but the player quality setting is for 480x270 resolution ?

Go into the player settings and increase the Video quality to Original/Maximum and retest

Should I be seeing a WAN IP from the macbook ?? (172.xx.xxx.xxx)

10

I believe I selected Original Quality, but that may have been my mistake.

Should I be seeing a WAN IP from the macbook ?? (172.xx.xxx.xxx)

I’m not 100% clear on the question. But I was streaming the movie on my macbook via a network that is not on my LAN (I am using my mobile device as a hotspot which is only connected via mobile data)

11

You do want original quality – Original / Maximum for both Local and Remote

In your logs, I’m seeing the macbook.local with a 172.58.x.x address

Is the server not there with you on your same LAN?

12

The server is here with me on the same LAN.
I was using my mobile hotspot as a way to test remote access.

LAN streaming is totally fine. It’s the remote connections that are having issues that I can’t seem to solve

13

OK… Now I understand why your logs are showing as they do.

  • Settings - Remote Access - Do you have an upload speed limit set ?

I don’t know about your iOS devices but when I use the hotspot, I don’t get full performance. I get the limit of bluetooth. (got good enough for 16 Mbps videos)

14

No upload speed limit set

(p.s. thank you for your help so far, you are very kind for assisting)

15

Here’s the usual kicker ( It took me two years and a big ISP upgrade to resolve)…

What’s your ISP subscribed data package (down/up) ?

Also, what do you get if you “speedtest” your mobile device (which we’re using here for testing)

16

ISP Down: 1000 mbps (1 gigabit)
ISP Up: 200mbps

Mobile Phone: 31 Down and 20 Up

17

OK…

STUPID question time (we’re getting to that point – LOL)

  1. Syno - Control Panel - Security – Do you have the firewall enabled ??
  2. If so, did you manually create a rule which allows TCP/32400 into the Syno ?

(This all looks normal at plex.tv but want to confirm)

18

Hey no worries there. Sometimes that’s the ticket haha

  1. Synology Firewall is currently enabled with a rule allowing 32400 (TCP) through

However, even when I disable the firewall, I still get the “Unable to play media” error on my mobile device (on the mobile data network)

19

Just for giggles, I opened Plex/web at your Server’s IP.

It responded instantly and is waiting to login.

Would you be willing to share a library with me for a few minutes for testing?

20

Sure, just let me know what you need